On July 10, 2010 I entered into a contract with Vocalocity to provide not only my telephone service but also my fax service. After discussing my needs with Nikki Karminskas (sales) and being assured by her that the fax service was unlimited (this was a very important issue for me) I signed a contract. The contract states "Unlimited US Fax Number" $14.99 per month. The Vocalocity website states (as of 4/11/11) Fax to Email - Vocalocity's unlimited faxing service makes it quick and easy to send and receive faxes...
However yesterday 4/11/11, I received email from Vocalocity stating that my usage was excessive and based on their terms of service, section 4.2 I had exceeded my alloted 500 pages per month but they were going to waive the additional charges of $183.60 and that this was just a warning.
I have reviewed the terms of service which show as having been revised March 2011 and 4.2 does stipulate that vocalocity reserves the right to terminate service based on fax broadcasting, etc. (none of which does my business participate in) and states that there is a 500 page limit. I have requested a copy of the terms of service as they were in effect in July 2010 when I signed my contract as this was the FIRST time that it was brought to my attention that my "Unlimited" plan actually had a 500 page limit.
I believe that this is fraudulent advertising by the company - ALL OTHER REFERENCES TO FAXING STATES IT IS UNLIMITED - except for the fine print buried in the terms of service OR perhaps they realized that offering unlimited faxing was costly and because they could not afford to do this any longer they are now changing the rules. Either way, this is just BAD BUSINESS and if I did not feel that ultimately my business would suffer from changing things around rather than paying a higher fee to vocalocity I would do so.
In case anyone else is interested, they also advertise that the minutes for the extensions at $39.99 per month is UNLIMITED, but I found once again buried in the terms of service that there is in fact a 3000 minute limit on this as well - while this does not affect me I am quite sure there are others that will be caught by surprise by this. My contract does state "Unlimited US Extension - $39.99 per month.
UNLIMITED BY DEFINITION IS:
1. Having no restrictions or controls: an unlimited travel ticket.
2. Having or seeming to have no boundaries; infinite: an unlimited horizon.
3. Without qualification or exception; absolute: unlimited self-confidence.
Vocalocity service is NONE of these things and they should not be allowed to continue to advertise and use this verbage in their contracts or their website - only referring to the TOS with a website address which takes you to the TOS page that can be changed to suit their needs at any time.
When I first signed up for Vocalocity and sent them my signup information they established my account fast. It was prompt. The signup process along with the speed I received my first quote was impressive. After that Vocalocity could not do one thing correctly. I am serious, they even screwed up when it came to charging my credit card! Some months they charge me the correct the amount while other months they do not. Moreover, if you call them they say they will follow up - which they do not do. On the call quality side, they suck. I switched phone companies and everything works fine.
When I was using the Vocalocity VoIP phone service, they would blame the problem at my Internet. They were great at pointing the finger at other issues.
Even when I ported my numbers to them, they blamed the other company. They dont care about customers and hate to address problems. Instead of tackling issues and complaints Vocalocity blames others.
Learn from my experience and do not use Vocalocity.
I started using Vocalocity's phone service because my friend recommend switching to VoIP. She was using Sunrocket for her home phone and I decided to use voip for my business.
Across the past 2 years my business has gone from having 3 employees to 19 and I've given all my business to vocalocity.
This is no longer the case. I am writing this vocalocity review because they had a network outage and they continuously blamed the problems on my network. I've been paying them over $700 each month and they do not care at all. They just say that everything is my fault and that I need to buy new phones.
Well...I setup a test account with another voip provider and everything worked perfectly.
They refuse to cancel my service and continue to give me a hard time. I have filed a complaint with the FCC and my Chamber.
Vocalocity does not care to help their customers and their service sucks. I've been burned by them and will be so happy once they let me take my numbers to another provider.
Vocalocity was not as good as my sales representative played it out to be. When I did my research I was quite confident I made the right move but I was very wrong. The support does not care and they have no problem with users canceling. I have my own business and would do anything to keep my customers. This is not what I noticed with Vocalocity. They let me leave and did not have any interest in keeping me as a user.
My problem with Vocalocity is related to their reliability. The service has been way too shaky for a business class phone service. I've have toooo many problems with them and Vocalocity has had no interest in fixing the issues I've had - so I left. I was a customer for three weeks and they were not willing to refund my money even though the sales representative told me I would get my money back if I was unhappy.
I do not recommend Vocalocity. Their service is horrible and not worth it.